Personal support
From the first call after registration onwards, a named person is attached to your account: to help you start, to explain what the platform shows you, and to be reachable when something needs a human answer.
Registration is open, spots are limited
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A personal manager will contact you within 24 hours.
What personal support means here
Automation removes the need for you to watch markets; it does not remove the need for a person when a question has a context. Personal support at Lunexora means exactly one manager attached to your account, who knows your setup because they helped build it: your strategies, your exposure limits, your reporting rhythm. When you ask why a strategy behaved a certain way last Tuesday, the answer comes from someone who can see your account, not from a script.
The manager's role is accompaniment, not salesmanship. They guide onboarding, explain features, review configuration, and stay available for the questions in between. What they are not: a discretionary trader of your funds, an advisor promising outcomes, or a voice pushing deposits. Any pressure of that kind is a complaint-worthy breach of how this service is meant to work.
What the service gives you
Individual attention. Your setup, your questions, your review rhythm; nothing about the service is a queue except the queue, which we keep short. Help at activation. Verification, first deposit, strategy approval and notification setup, walked through step by step rather than left to a knowledge base. Fast answers. Questions to your manager or the desk are answered usually under one hour during business hours during business hours. Personalised information. Reviews reference your actual positions and reports, not generic market commentary. Continuity. The same person across months, who remembers what you decided and why, with a documented handover if your manager ever changes.
What your manager can help with
- Account activation: identity verification, platform setup and the first deposit, from $250.
- First steps: the guided tour of the dashboard, reports and settings, at your pace.
- The platform and its features: what each setting does, what a report means, what a notification implies.
- Deposits and withdrawals: methods, timelines, limits, and the checks that apply before funds move.
- Keeping your details current: contact changes, destination management, and the documents that occasionally need refreshing.
- Questions about functions: anything the platform does that you want explained before, not after, you rely on it.
Who this service suits
Beginners are the design centre: someone who has never traded should not have to decipher a trading platform alone, and with this service they do not. Every concept the platform uses has a person attached to explain it in one conversation.
Experienced users tend to use the service more thinly but value it at the same moments: configuration reviews, periodic strategy discussions, and a known contact when execution or reporting raises a question. Support scales to what you want from it, from hands-on to barely-there, and moving along that scale is a setting, not a negotiation.
How the service runs, in four steps
Registration
You register through the form; the case that creates your account also creates your manager assignment.
The manager's call
Within 24 hours, normally: introductions, verification completed together, questions answered before anything is funded.
Activation
Setup, first deposit and first strategy approval, walked through end to end with your manager present.
Ongoing support
Reviews on your rhythm, answers when you need them, and a documented handover if your manager ever changes.
The first two weeks, hour by hour of your time
Support is easiest to judge against a concrete timeline, so here is what the opening period of an account typically asks of you. Day one: the registration form, about three minutes, and the manager's call, about twenty, in which verification documents are checked together and the sequence ahead is agreed. Day two or three: the first deposit with your manager on the line if you want it, and the approval of your first strategies after a review of what each one does.
The first weekend: nothing, deliberately. New accounts settle with the strategies they approved rather than new decisions made on day four. The end of week two: a scheduled review call, roughly fifteen minutes, comparing what the strategies did against what was expected when they were chosen, and adjusting the configuration where the comparison says so.
After that the rhythm is yours: many users settle into a monthly review, some keep a weekly one during their first quarter, and the dashboard plus the notification digest carry the intervals in between. The pattern to notice is that every touchpoint has a purpose and a duration, because support that respects your time is the only kind worth having attached to a service that is supposed to save it.
The channels you can use
| Channel | What it is for | Availability |
|---|---|---|
| Personal manager | Your account's questions: setup, reviews, anything contextual | Direct contact during business hours |
| Support by email | General questions, documents, complaint intake | Monday to Friday, 9:00–17:30 CET |
| Callback | When typing would take longer than talking | Requested through your manager or email |
| Help centre | The written version of everything above | Always, in the platform |
Working hours
The support desk and managers work Monday to Friday, 9:00–17:30 CET, with offices in Vienna, Sydney, Toronto, Zurich, Paris and Milan covering their regions' business days. Messages arriving outside hours are queued in order and answered the next business day; matters touching security or funds are flagged for earliest handling, as described on the Security page.
Help with money movement
Deposits and withdrawals generate a steady share of questions, and they are fully in scope: which method suits your situation, what the current timelines are, why a verification check appeared, and what the two balance figures on the withdrawals page mean. The methods page and the withdrawal policy hold the reference answers; your manager holds the ones specific to your account.
Questions users ask about the service
Normally within 24 hours of registration. The call confirms your details, completes verification with you and explains the sequence from there; nothing is funded before that conversation.
It is designed for them. The guided tour assumes no prior knowledge, and every platform concept has a plain-language explanation attached to a person who will repeat it as often as needed.
Yes; feature questions are core scope. Your manager can see the same screens you see, which makes explanations concrete instead of theoretical.
Fully in scope: methods, timelines, limits and the verification checks. The policy pages hold the general answers; your manager holds the ones about your specific request.
Email is monitored with the next business day's queue, and urgent security matters are flagged for earliest handling. Weekends are quieter than weekdays by design; the platform's automation does not notice the difference.
A security note that belongs here: your manager will never ask for your password or a one-time code, and no support channel operates through social-media private messages. Verify contacts against the fraud warning page when in doubt.
Talk to a person, starting this week
Register through the form and your manager's call follows within 24 hours. If you would rather write first, [email protected] reaches the Client Support & Compliance desk directly, Monday to Friday, 9:00–17:30 CET.